1+ months

Patient Experience Manager 1

Washington, DC 20020
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**Unit Description**

**_A passion for helping people and attention to detail are the hallmarks of your success. Join a team where your leadership can make a difference._**

**Sodexo** is seeking a dynamic **Patient Experience Manager 1** for **MedStar Georgetown University Hospital located in Washington, DC** .MedStar Georgetown was the first hospital in Washington, D.C., to receive Magnet recognition for demonstrating excellence in nursing care. Since then, we have been re-designated three times given our outstanding commitment and dedication to our patients from our world-class nursing staff.

Founded in the Jesuit principle of _cura personalis_ , caring for the whole person, MedStar Georgetown is dedicated to focusing on the full needs of our patients and their families that go beyond their immediate healthcare needs and providing the comfort they need to help them heal. This philosophy empowers our associates to work together to provide holistic care, as well as a trusting and compassionate environment.

The Patient Experience Manager will provide behavioral training and skills development to department and hospital teams. Overall, will be responsible for strategic analysis of trends and metrics involved in patient feedback to create action and communication surrounding solutions. Patient Experience Manager will have positional line of authority with hourly associates (team of 10). The position will have the responsibly for in the moment coaching and counseling, associate training and development, and ensure associates are delivering on the patient dinning experience.This represents a unique opportunity for someonewho is hands on in driving results to join a growing health care organization. In this role, you will direct and participate in all of the daily food operations for their patient meal services which is currently utilizing **_Expressly For You,_** a room service meal program (EFY).All candidates need to have previous leadership experience,Hospitality, and Server experience.Successful candidates will have a proven track record in exceeding customer expectations and have demonstrated excellent communication skills. The ability to interact and lead a diverse work force is required. Proficiency in Microsoft Office is essential.

Responsibilities will also include:

+ Rounding with existing patients, families, and Nursing personnel

+ Collaboration with hospital clinical and administrative leadership

+ Collecting, organizing, and trending data

+ Communicating findings with both Nutrition Services and interdisciplinary teams

+ Networking with other hospitals to identify best practices

+ Some oversight of the Diet Office and supervision of Diet Office hourly staff & patient services hourly staff

+ Daily patient meal rounding utilizing Service Depot, interacting with patients and nursing staff

+ Identifying and implementing process improvement initiatives to increase patient satisfaction

+ Ensuring food safety and sanitation compliance

+ Oversee patient tray line to ensure meal accuracy

Reporting to the General Manager, the ideal candidate will:

+ Work closely with the Clinical Nutrition

+ Act as the liaison between the dietitians, nurse managers

+ Work with the other Sodexo Managers with the goal of enhancing the patient experience and dinning experience

+ Regularly analyze patient satisfaction data and implement additional measurements and action plans in these areas to achieve optimal unit performance

+ Demonstrate excellent communication and customer service skills

Learn more about **MedStar Georgetown University Hospital** **Here**

**Is this opportunity right for you? We are looking for candidates who have:**

+ excellent leadership and communication skills with the ability to maintain the highest of standards and implement company policies;

+ passion for our patients and customers to ensure our Sodexo CARES (Compassion, Accountability, Respect, Enthusiasm and Service) behaviors are followed daily;

+ knowledge of nutrition and specialized diets;

+ experience with oversight of diet offices; and/or

+ strong management skills, preferably in health care

**Sodexo offers a full array of benefits including paid time off, holidays, medical, dental, vision, 401K and access to ongoing training and development programs, tuition reimbursement, plus health and wellness programs.**

**Not the job for you?**

We offer Food Service Management and Patient Services positions in a variety of business segments, including Corporate, Schools, Universities, Government and Agencies, Healthcare, Senior Living and Sports and Leisure locations across the United States.Continue your search for Food Service Management jobs (http://bit.ly/SdxFoodServicejobs) .

**Working for Sodexo:**

At Sodexo, you will find the ingredients for a great career in food service management specializing in Patient Services. With benefits including schedules that encourage work-life balance and continuing education opportunities, youll enjoy an improved quality of life thats unique in the hospitality industry.

_Employees who work in Healthcare and Seniors are required to be fully vaccinated against COVID-19 as a term and condition of employment, absent a legally required exception, and are required to report their vaccination_

**What We Offer**

Sodexo offers fair and equitable compensation, partially determined by a candidate's education level or years of relevant experience. While the budgeted range for the position is posted, Sodexo salary offers are based on a candidate's specific criteria, like experience, skills, education and training.

**Position Summary**

Drives and fosters a culture of patient centered care and service excellence, while improving patient and family experience across the enterprise. Works with service line leaders for continuous quality improvement. Manages relationships with key players from the hospital network.

**50% -** Rounds with patients, collecting detailed data regarding their experience, with a goal of improvement and patient/customer centered solutions.

**10% -** Ensures that individuals performing service-related tasks have the competence to do so without putting the health and safety of themselves or others at risk.

Behaviors include:

Working as a team for safety

Communicating Effectively to Manage Safety Risks

Optimizing Human and Environmental Factors

Recognizing, respond and reporting incidents

Adherence to all operational safety practices and protocols

Drives a safety culture throughout the team

**20%** - Audits employees through rounding to ensure protocols are being followed and patient satisfaction initiatives are met. Provides training opportunities as needed.

**10%** - Ensures that individuals performing service-related tasks have the competence

**10%** - Serves as the liaison between Support Services, nursing, and other patient care leaders to enhance patient experience outcomes.

**Qualifications & Requirements**

Basic Education Requirement - Associate's Degree or equivalent experience

Basic Management Experience - 2 years

Basic Functional Experience 1 year experience in Service Recovery role at large hospitality or hospital environment

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.

**Location** _US-DC-WASHINGTON_

**System ID** _879437_

**Category** _General Management_

**Relocation Type** _No_

**Employment Status** _Full-Time_

**Posted Range** _$53900 to $81400_
Posted: 2022-10-07 Expires: 2023-02-12
Sponsored by:
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Patient Experience Manager 1

Washington, DC 20020

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